Nicola called me at 11 pm on the night before a known and posted scheduled 11 am check out time. She explained she was having a problem with the washing machine and that it was not draining properly. I attempted to help determine the cause over the phone. By the time we ended the conversation, the cause had been determined and she was able to use the washing machine. I am not sure where her complaints are coming from and she had known for several days that I had guests arriving early the next day. I find it interesting that I am just now hearing these complaints but I certainly would not allow her at any of my rentals in the future and would not recommend her to other hosts.